Microsoft Scenario Library Retail Return fraud detection agent

Available with: Microsoft Copilot Studio

Retail scenario: Return fraud detection agent

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Scenario

Use Copilot Studio to create a return fraud detection agent

Identifies and flags potentially fraudulent return activity based on transaction patterns.

1. Analyze transaction data

Analyzes customer transaction data including purchase behavior, past customer service data and returns for POS and ecommerce systems.

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AI Agent

Benefit: Easily collects customer transaction data from POS/ ecommerce systems and quickly analyzes.

Detects anomalies in customer’s buying patterns such as excessive frequency, unusual volumes, or flagged item categories in return transactions to uncover potential fraud signals and continuously retrain on emerging fraud patterns.

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AI Agent

Benefit: Helps spot risky return habits from customer’s buying patterns to prevent fraud and reduce lost sales.

Compares current return behavior against historical patterns to identify deviations that may signal fraud like returning used or damaged goods, defective returns, falsely claiming non-delivery etc.

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AI Agent

Benefit: Spots new signs of fraud by comparing them to the customer’s past behavior and known issues.

Automatically generates detailed reports on suspected fraudulent return requests and sends real-time alerts to relevant teams.

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AI Agent

Benefit: Creates fraud reports to help act fast and avoid wrongful payouts.

KPIs

Opportunity to impact key functional area KPIs

Better manage costs, discounts, and pricing to improve average margins.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

Ensure your marketing budget is used efficiently with research, analytics, and personalization capabilities that help you reach customers wherever they are in their shopping journey.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

How Microsoft Copilot can help employee turnover rates

Reduce time spent on shift scheduling while optimizing coverage requirements. Improve employee morale with improved communication and simplified schedule changes.
Improve quality of internal materials and processes
  • Improve job descriptions for further role clarity
  • Improve company meetings with summarization and recap
  • Completely focus during the meeting

Help customers move from ‘browse’ to ‘buy’ with personalized shopping experiences that understand context to surface the perfect product, targeted marketing campaigns that maximize the power of your marketing spend, and helpful answers in the pocket of every store associate.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

Streamline processes that lead to greater customer satisfaction, from analyzing multiple data sources to understand which products to stock to ensuring product availability and answering customer questions in-store.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

Provide real-time monitoring of sales, inventory, customer feedback, and staff performance across different locations and/or channels by leveraging data from various sources to quickly gain actionable insights.
Improve targeting
  • Analyze current product mix
    and cross sell success

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-specific apps. In the past this would have required an API call to get data from a system of record.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.